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研究生： 楊振甫
Chen-Fu Yang
論文名稱： 變革式服務設計於可持續社會創新之價值共創
Transformative Service Design for Value Co-Creation in Sustainable Social Innovation
指導教授： 宋同正
Tung-Jung Sung
口試委員: 陳東升
Dung-Sheng Chen
苑守慈
Soe-Tsyr Yuan
何明泉
Ming-Chuan Ho
陳建雄
Chien-Hsiung Chen
唐玄輝
Hsien-Hui Tang
林廷宜
Tingyi S. Lin
學位類別： 博士
Doctor
系所名稱： 設計學院 - 設計系
Department of Design
論文出版年： 2016
畢業學年度： 104
語文別： 中文
論文頁數： 149
中文關鍵詞： 服務設計 、變革 、可持續性 、社會創新 、價值共創。
外文關鍵詞： Service Design, Transformation, Sustainablity, Social Innovation, Value Co-Creation
相關次數： 點閱：424  下載：70 
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    • 今日社會創新正在全球興起，目的都是致力於替社會重大挑戰，尋找一個比現有方案更有效率、更有效果、以及更為永續的解決方法。在社會議題背後的高僵固性與複雜性，對應於單一組織的資源窘境下，如何以「可持續發展」做為核心架構推動社會創新，同時透過「價值共創」導入開放式創新思維及跨領域專業與資源，是現階段推動社會創新工作的核心關鍵；然而，也因為社會創新非線性及跨系統/領域之間的合作過程，價值共創亦替組織帶來潛在的風險與成本，使得促進社會創新長期持續發展面臨極大挑戰。基此，如何有一套「系統化的方法與工具」協助利害關係人提升價值共創成效，同時建構一個「價值共創機制」以長期驅動及協助利害關係人持續投入社會創新，以協助創新成果擴散與落實，甚至能因應環境變化反覆驗證及持續改善，就成為推動社會創新持續發展的兩大挑戰。而在全球在邁入服務與體驗經濟的同時，本文嘗試從「變革式服務設計」的思維與方法切入，期待有機會促進社會創新價值共創之成效與可持續性，但回顧過去文獻，在此議題相關的研究仍然不足，亟需更多資源投入研究。

    因此，本研究透過「參與式行動研究」，以5% Design Action社會設計平台的五個社會創新專案為核心。首先，本研究提出服務設計於社會創新價值共創過程中，在短期專案有限的資源與時間下，有助於促進共創成效的十個關鍵設計方法與八個實用的工具，分三大類別說明，包括：1) 提升共創意願與問題定義；2) 擬定解決方案；3) 概念呈現與市場驗證。第二，對社會創新可持續發展所需的「長期驅動與支持價值共創的機制」，本研究首先透過變革式服務設計方法定義出四大關鍵利害關係人，包括：1) 設計師；2) 非營利(政府)組織與公部門；3) 私人企業；4) 價值共創平台營運者，並釐清其對應之核心需求與角色定位。最後，本研究進一步歸納出運用變革式服務設計於可持續之社會創新價值共創的「專案設計流程」與「營運模式策略」。在短期專案上我們提出包含：1) 聚焦；2) 募集；3) 共創；4) 移轉四大階段之「社會創新設計流程」及細部之重點工作；其次，我們則針對長期營運模式建構，提出包含：1) 藍圖擘劃；2) 資源累積；3) 行動賦權三個關鍵執行策略，期待能提升未來投入社會創新領域資源的整體成效及可持續性，進而達成社會創新整體背後所想要達到的系統性變革目標。

    Nowadays, the term “social innovation” emerged and quickly spread around the world, which strive to find more efficient, effective, and sustainable solutions to address major social issues and challenges. In fact, the rigidity and complexity of the challenges faced by current society cannot be solved by any single discipline or organization with limited resources. Therefore, discussions on social innovation should consider “sustainability”, and integrate multi-disciplinary talents and resources for “value co-creation” through open innovation. However, value co-creation also brings potential risks and costs when it takes place in cross-system and multi-disciplinary design processes. Difficulties may arise in the field of social innovation in particular because it involves more complicated stakeholders and ecological systems. Therefore, a more effective approach is needed to enhance multi-disciplinary value co-creation in time/resourece limited social innovation projects. Secondly, social innovation also needs a value co-creation mechanism for long-term stakeholder involvement and continuous improvement to achieve the purpose of adoption and diffusion.
    Today, transformative service design has gradually been deemed a catalyst for innovation. Transformative service design not only provides systematic design activities and useful tools for value co-creation, but also used to establish a new relationship among key stakeholders to solve sustainability issues with innovation. Nevertheless, research regarding how transformative service design is applied to social innovation is relatively deficient, especially when considering how to promote the efficiency and sustainability of value co-creation. Therefore, through participatory action research with a social innovation platform in Taiwan, this study is designed to identify the crucial activities and useful service design tools which could effectively facilitate multi-disciplinary ideation among different stakeholders. Moreover, this study identifies the stakeholders for building a sustainable value co-creation mechanism for social innovation, and discovers the role positioning and motivators that can drive them to continuously join the mechanism from a service design perspective. Finally, based on transformative service design, this study proposes a new social innovation design process for project management and the business model design stragegies for value co-creation in sustainable social innovation.

    第1章 緒論………………………………………………001 1.1 研究背景與動機………………………………………………001 1.2 研究問題與目的………………………………………………003 1.3 研究範圍………………………………………………005 1.4 論文章節安排………………………………………………006 1.5 重要名詞定義………………………………………………007 第2章 文獻探討………………………………………………008 2.1 可持續之社會創新………………………………………………008 2.1.1 社會創新的源起與內涵………………………………………………008 2.1.2 社會創新的推動與發展過程………………………………………………010 2.1.3 可持續發展於社會創新的重要性………………………………………………012 2.2 價值共創………………………………………………014 2.2.1 價值共創與社會創新之關聯性………………………………………………014 2.2.2 可持續之社會創新價值共創所面臨的挑戰………………………………………………016 2.3 變革式服務設計………………………………………………019 2.3.1 服務設計定義與內涵………………………………………………019 2.3.2 服務設計與社會創新………………………………………………021 2.3.3 變革式服務設計的興起………………………………………………022 2.3.4 變革式服務設計於可持續之社會創新價值共創的角色………………………………………………024 2.4小結………………………………………………026 第3章 研究方法………………………………………………030 3.1 參與式行動研究………………………………………………030 3.2 研究對象：5% Design Action社會設計平台………………………………………………033 3.3 資料蒐集方法與研究流程………………………………………………034 3.4 研究嚴謹度與倫理議題………………………………………………040 第4章 多重個案………………………………………………042 4.1 個案一：癌症篩檢服務設計………………………………………………042 4.1.1 個案一簡介………………………………………………042 4.1.2 個案一研究執行………………………………………………046 4.1.3 個案一發現………………………………………………050 4.2 個案二：友善餐廳創新設計………………………………………………051 4.2.1 個案二簡介………………………………………………051 4.2.2 個案二研究執行………………………………………………054 4.2.3 個案二發現………………………………………………059 4.3 個案三：永續農業體驗設計………………………………………………060 4.3.1 個案三簡介………………………………………………060 4.3.2 個案三研究執行………………………………………………065 4.3.3 個案三發現………………………………………………070 4.4 個案四：兒少教育創新設計………………………………………………072 4.4.1 個案四簡介………………………………………………072 4.4.2 個案四研究執行………………………………………………077 4.4.3 個案四發現………………………………………………082 4.5 個案五：友善醫院創新設計………………………………………………084 4.5.1 個案五簡介………………………………………………084 4.5.2 個案五研究執行………………………………………………089 4.5.3 個案五發現………………………………………………095 第5章 研究討論與分析………………………………………………097 5.1提升社會創新價值共創成效的方法與工具………………………………………………097 5.1.1 提升共創意願與問題定義之方法與工具………………………………………………097 5.1.2 擬定解決方案之方法與工具………………………………………………100 5.1.3 概念呈現與市場驗證之方法與工具………………………………………………102 5.2 建構長期社會創新價值共創機制之關鍵利害關係人………………………………………………105 5.2.1 設計師………………………………………………106 5.2.2 非營利(政府)組織與公部門………………………………………………107 5.2.3 私人企業………………………………………………109 5.2.4 價值共創平台營運者………………………………………………111 5.3 可持續之社會創新價值共創流程與模式………………………………………………114 5.3.1 專案設計流程………………………………………………114 5.3.2 營運模式策略………………………………………………118 第6章 結論………………………………………………122 6.1 研究結論………………………………………………122 6.2 研究貢獻………………………………………………124 6.2.1 學術面貢獻………………………………………………124 6.2.2 實務面貢獻………………………………………………126 6.3 研究限制………………………………………………127 6.4 未來研究建議………………………………………………128 參考文獻………………………………………………130 附錄1 - 本研究相關發表清單………………………………………………141 附錄2 - 口試委員建議與回覆對照表………………………………………………142

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